At Sofastash, operated from the United Kingdom, we are committed to providing high-quality furniture storage accessories and ensuring a transparent, fair shopping experience. This Refund and Return Policy outlines your statutory rights as a consumer in the United Kingdom and the European Union, as well as our standard procedures regarding order processing, dispatch, returns, and refunds.

1. Delivery & Order Processing

Dispatch Location: All orders are fulfilled and dispatched from the United Kingdom.

Order Processing Time: Orders are processed and prepared for dispatch within 1 to 2 business days.

Estimated Delivery Time: Standard transit takes approximately 3 to 7 business days, working in partnership with trusted priority logistics providers including DHL, FedEx, and UPS.

Tracking & Order Updates: Automated order tracking notifications will be sent to the email address provided at checkout at key milestones, including order dispatch, arrival at local logistics hubs, and out-for-delivery status.

Delivery Inquiries & Delayed Shipments: If your order exceeds the standard transit timeframe, please contact customer support. We will initiate an investigation with the courier and, depending on the outcome, arrange either a replacement shipment or a full refund.

2. Right of Withdrawal (14-Day Cooling-Off Period)

In compliance with UK Consumer Contracts Regulations and EU Consumer Rights Directives, customers residing in the UK and European Union have the right to cancel their purchase and return items without giving any reason within 14 days from the day on which you (or a designated third party other than the carrier) take physical possession of the goods.

Initiating a Return: To exercise your right of withdrawal, you must inform us of your decision to cancel by contacting customer service via email at sofa@sofastash.com before the 14-day period expires.

Return Address: Approved returns should be sent to:

Plas Aradur, Bryn Y Maen, Colwyn Bay, United Kingdom, LL28 5EW

Condition of Returned Items: Items must be returned unused, undamaged, and in their original packaging wherever feasible.

Return Shipping Costs: Unless the item received is defective, damaged, or incorrect, the customer is responsible for the direct cost of returning the goods.

3. Damaged, Defective, or Incorrect Items

We take great care in inspecting and packing our items. However, if you receive an item that is damaged, defective, or incorrect:

Notification: Please notify us via email at sofa@sofastash.com within a reasonable timeframe after receipt.

Proof Required: Please include your order number, a clear description of the issue, and photograph(s) demonstrating the damage or defect.

Simplified Resolution: In verified cases of transit damage or defect, physical return of the affected item is generally not required. Upon review of the photographic evidence, we will offer either a replacement or a full refund.

4. Refund Process & Accepted Payment Methods

Refund Method: All approved refunds will be processed back to the original payment method used at the time of purchase.

Processing Time: Once approved, refunds are processed promptly. Please allow standard bank processing timelines (typically 3 to 10 business days) for the refunded amount to reflect on your account statement.

Accepted Payment Methods: We accept major card brands and digital wallets, including:

Visa

Mastercard

American Express

Apple Pay

Google Pay

5. Contact Information

If you have any questions regarding your order, shipping status, or wish to initiate a return or refund request, please reach out to our customer service team:

Postal Address: Plas Aradur, Bryn Y Maen, Colwyn Bay, United Kingdom, LL28 5EW

Phone: +44 1244 680501

Customer Support Email: sofa@sofastash.com

Website: www.sofastash.com